We know that sometimes you just to need to speak with us, so give us a call if you can't find an answer to your query online.
Calls may be charged at the standard UK local call rate depending on your provider.
0300 123 2221
Our phone lines are open
Monday
8.00am - 6.00pm
Tuesday
8.00am - 6.00pm
Wednesday
8.00am - 6.00pm
Thursday*
8.00am - 6.00pm
Friday
8.00am - 6.00pm
Saturday
9.00am - 12.00pm
Sunday
CLOSED
*From Thursday 1 May 2025, our phone lines will close for the morning on the first Thursday of every month to allow us to carry out important training of our colleagues. Find out more
Busy times to call
Monday morning is always our busiest time on the phones as we support residents who may have had an issue over the weekend.
If your call can wait, we kindly ask that you try calling us at a different time.
ID and verification when you call us
Quite simply we check so you're protected. We're committed to keeping your personal information safe. That's why we have a simple but important process in place to confirm your identity when you contact us.
- Protecting your data: To protect your data and comply with UK GDPR requirements, we must make sure that we're speaking to the right person - either the account holder or someone authorised to discuss the account. This helps to prevent identity fraud and keeps your information secure.
- How the identification and verification process works: When you call us about your account, we'll ask for your name, address and phone number. Once we've identified your account, we'll ask you two additional security questions to confirm your identity. This helps us make sure your information is accurate (another data protection principle we have to adhere to!), but in a way that keeps your personal data safe.
- Just reporting something? If you're calling or emailing us to report a general issue like a repair (and not discussing personal account details), you may not need to go through the full verification process. If you are only calling to give us information and don't need us to tell you anything about your account, then as soon as we have your name, address and telephone number you can pass on the information you've called about.
We appreciate your understanding and cooperation - its all part of how we protect your privacy and deliver the best possible service. We check so you're protected!
In an emergency
Outside of these times, calls will be dealt with by Service 24 who provide a 24 hour, 365 day support function, including an out of hours service for our residents. They also answer calls received from residents who have pulled their emergency life line, as well as carry out 'safe and well' checks for residents who have opted in.
Their core services include:
- Telecare alarm monitoring
- Out of hours emergency repairs
- Daily customer checks to vulnerable residents
- Support calls and a 'listening ear' service
- Monitoring of our staff's lone worked devices
"I was truly impressed by their exceptional professionalism and the compassion, kindness and empathy they showed during our conversations.
For PA Housing tenants in their twilight years, such as myself, who naturally feel vulnerable and who in fact are vulnerable, it’s particularly reassuring to know that someone is there at the other end of the telephone to ensure that we get help in an emergency if we need it."
A PA resident who receives safe and well checks from Service 24
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